According to Pew Internet, as of September 2012, 85 percent of adults had a cell phone and 45 percent had a smart phone.
In the 2nd quarter of 2012, eMarketer reported more than 22 million Americans were active users of Twitter. Many businesses, using 140 character or less messages, are learning to tweet their way to customer loyalty.
Social media expert Chris Brogan notes it’s important for both businesses new to Twitter and those who have been with the service for a while to use Twitter as a listening tool. By that, he means to check out the conversation being had about you and your competitors and explore topics that are of interest in your industry.
Twitter Search provides a great way to learn what people are talking about and how that relates to your business. Set up instant alerts to notify you when tweets are posted with the keywords that you are watching.
Next, seek out followers. Use your website and e-mail lists to announce your business is on Twitter. Let your Facebook fans and friends know you have joined via a status update. Set up a short e-mail signature to tell of your social media presence when you send out your e-mail correspondences.
Pick out other individuals and businesses to follow based on common interest.
Look at who your competitors follow and gravitate to those persons, as well. Often, when you follow others, they will follow you back if you have a mutual interest.
John Jantsch of Duct Tape Marketing suggests using a tool such as Twellow at www.twellow.com to seek out people to follow. This directory of public Twitter accounts lets you search by multiple main categories or hundreds of sub-categories. For example, main categories include areas such as computers and technology, education, government, health and news and media.
Once you begin identifying your audience, provide value to your followers through your tweets. Share interesting photos and breaking news. Offer them special discounts and giveaways. Let followers get to know your business and the employees who make it tick.
Engage followers in conversation and seek their opinions. See what they like and don’t like about your services or products. Get their suggestions for improvements or innovations.
If you have the manpower available, offer customer support through Twitter. Clients will see this service as another way to reach you with their questions and comments.
By offering good content and user value, you will be well on your way to building a loyal following that can translate into dedicated customers.
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